Account Manager

The Account Manager owns the full employer relationship from signing through renewal — running day-to-day plan operations, quarterly performance reviews, and renewals while keeping HR, brokers, and SFH's nurse team aligned around measurable year-over-year savings.

The Account Manager is the primary relationship owner for assigned employer groups, from contract signing through every renewal. The role blends day-to-day account management, plan performance and strategy, and close partnership with our nurse care coordination team — serving as the bridge between the employer and plan members so the experience holds together on both sides. Account Managers make sure the plan delivers what was promised: HR partners feel supported, the nurse team has what they need to support members, and the employer sees measurable savings year over year.

This is a client-facing, results-oriented role. The right candidate enjoys both the operational craft of running a health plan day-to-day and the strategic work of helping an employer hit long-term cost and engagement goals.

• Lead the implementation process from signed contract through go-live, including kickoff and alignment meetings with the employer’s HR team
• Develop the member benefits guide and open-enrollment presentation materials
• Coordinate with the third-party administrator (TPA) to set up the group’s plan, eligibility feeds, and banking
• Review plan configuration, member , and supporting documentation before they reach the employer
• Attend the employer’s open enrollment sessions and answer member questions in real time

• Serve as the primary point of contact for the employer’s HR team and broker
• Provide account support for questions that come in from groups and brokers — plan design, claims status, billing, vendor coordination, and other day-to-day inquiries
• Manage the shared account management inbox and ticket queue, ensuring service-level commitments are met
• Route member care and clinical questions to the nurse team; serve as a bridge so HR and the nurse team stay aligned on member‑experience issues

• Own quarterly client performance reviews end-to-end: data analysis, presentation, broker and employer meetings, and follow-up actions
• Monitor claims data, utilization trends, and plan savings reporting; surface trends that need employer attention
• Recommend plan design refinements and member engagement strategies that hit savings and retention goals
• Drive employee adoption of direct primary care and preferred provider options through targeted communications and member engagement campaigns

• Build and deliver the annual renewal presentation, including benchmarking, plan design recommendations, and savings projections
• Provide claims and utilization analysis to the sales team for stop-loss negotiations
  
  Plan and deliver open enrollment for renewing groups
• Review the renewal-year plan configuration before it goes live

• High employer retention and renewal rate across your assigned book
• Year-over-year reduction in per-member healthcare costs for your groups
• Strong member adoption of direct primary care and preferred provider options
• Timely, high-quality delivery of quarterly performance reviews and renewal materials
• Service-level commitments consistently met on the account management queue
• Employer and broker feedback that reflects trust, responsiveness, and strategic value

• 3+ years of experience in an account management or similar client-facing role
• Demonstrated ability to manage multiple client relationships simultaneously and prioritize across competing demands
• Strong written and verbal communication skills — able to translate complex healthcare data into clear, confident recommendations for HR teams and executives
• Proficiency with Excel and presentation tools; comfort working with claims and utilization data
• Wisconsin residency and ability to travel within Wisconsin and nearby surrounding states; valid driver’s license required

• Experience in a self-funded or direct primary care environment
• Familiar…